Customer Service - Training Supervisor
About The Position
The Training Supervisor is responsible for the design, development, and continuous improvement of the customer service training programs. This role is responsible for training strategy, curriculum design, material development, documentation, and training effectiveness measurements across the Customer Service organization. The Supervisor provides oversight and direction to Trainers, ensures training aligns with operational needs, systems, service standards, and customer experience objectives, and partners closely with Customer Service leadership, Operations, and cross-functional stakeholders.
Requirements
- High School diploma or equivalent
- 4-6 years of experience in customer service training, instructional design, or learning program ownership
- Experience supporting contact center or service environments
- Strong instructional design and training program management skills
- Ability to translate complex systems and processes into structured learning experiences
- Strong leadership, planning, and prioritization skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Comfortable working cross-functionally in evolving environments
- Proficient in Microsoft Applications
Nice To Haves
- Experience leading training initiatives or supervising training functions preferred
- Familiarity with learning platforms, documentation tools, and customer service systems
- Waste and recycling industry experience preferred
Responsibilities
- Owns the design and maintenance of customer service training programs, including new hire onboarding, reinforcement, refresher, and change-driven training.
- Develops and updates training materials and such as facilitator guides, learner guides, job aids, reference documentation, and e-learning content.
- Maintain knowledge management system and ensure training content is accurate, current, and aligned with company policies, systems, workflows, and service standards.
- Establishes training standards, structure, and cadence to support consistency and scalability.
- Provides leadership, guidance, and prioritization to Trainer(s) to ensure effective training delivery.
- Ensures training plans align with operational readiness, performance goals, and business timelines.
- Maintains training documentation standards, version control, and record management.
- Oversee knowledge management practices related to training and customer service operations.
- Partners with Customer Service leadership to identify training needs based on performance trends, quality results, customer feedback, and operational changes.
- Evaluates training effectiveness and recommends improvements to content, delivery methods, or reinforcement strategies.
- Supports quality programs, coaching frameworks, and skill development initiatives through targeted training design.
- Partners with Systems, IT, Operations, and Project teams to support system launches, process changes, acquisitions, and pilots.
- Ensures training is integrated into broader change management and operational rollout plans.
- Supports continuous improvement by incorporating frontline feedback and performance insights into training updates.
Benefits
- Family-Oriented Environment
- Excellent Benefits and Bonus Potential
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
